04 April 2013

Unified communications and the contact centre

Written by Martin Borowski, Posted in Contact Center, Lync, Unified Communications

As unified communications and collaboration (UCC) become staples in contact centers, technologies such as VoIP, video, web chat, email and calendars have become more common in the workplace.  Increasingly tech savvy employees, as well as customers - who have grown up using these technologies - have helped the market for UCC to grow and mature quickly.

UCC tools have evolved how businesses and contact centers operate.  The technology and tools give managers and staff a ‘birds eye’ view of all the experts within an organization, indicating their availability and preferred medium for contact at any given time.  If an expert is away from the bricks and mortar location, a contact center worker can quickly discover their availability and how best to contact them to get an immediate answer; employees simply have to maintain their status and preferred method of contact via a standard interface, such as Outlook.

Essentially, UCC technology and multimedia tools enable staff to best manage customer interactions and provide quick, satisfactory resolutions.